Refund Policy

Last updated: 11 August 2026

TokenRoc sells prepaid credits that are consumed as you use the API. This page explains when a refund is possible and when it is not. Please read it before you top up.

01The general rule

Top-ups are non-refundable. Credits are delivered to your account immediately on payment and are available to use straight away, so a top-up is treated as a completed purchase.

Because credits never expire, an unused balance is not lost. It stays in your account and remains available whenever you return.

02Credits you have already used

Consumed credits are not refundable under any circumstances. Once a request has been sent to a model provider, we have already paid that provider for the compute, and the cost cannot be recovered.

This includes requests that returned output you were not satisfied with. AI models are probabilistic and output quality varies. We recommend testing with small amounts before committing to large workloads.

03Special circumstances

We may make an exception and refund your remaining unused balance where:

• You were charged in error, or charged twice for the same transaction.
• Your payment was made without your authorisation.
• A prolonged fault on our side prevented you from using the service, and we could not resolve it.
• We discontinue the service, or terminate your account for a reason other than a breach of our Terms of Service.

If your account is closed for breaching our Terms of Service, any remaining balance may be forfeited and will not be refunded.

04How to request a refund

1. Email us from the address registered to your account.
2. Include your account email, the transaction date, the amount, and the reason for the request.
3. We will acknowledge your request and may ask for further information to verify it.
4. If approved, the refund is returned to the original payment method.

Approved refunds are issued to the original payment method only. We cannot send a refund to a different card, account or wallet.

05How long refunds take

Once approved, processing time depends on your payment method and your bank, not on us:

• Card payments — typically 10 working days to process, and up to 30 days to appear on your statement.
• E-wallets — usually faster, often within a few working days.
• Cryptocurrency — returned in the same asset, on the same network, to the address the payment originated from. Network fees are deducted. Because of the price volatility between coins, the value returned may differ from the value paid.

06Chargebacks

If you believe a charge is wrong, please contact us before raising a dispute with your bank or card issuer. We can usually resolve the issue faster directly.

Accounts subject to a chargeback may be suspended pending investigation.

07Your statutory rights

Nothing in this policy removes any right you have under the consumer protection law of your own country. Where local law grants you a stronger right to a refund than this policy provides, that law applies.

08Contact

Refund requests and questions: info@tokenroc.com